Service BDC Peak Times

Navigating Peak Times in the Service BDC

For a Service BDC, understanding and managing peak times for inbound calls is essential. Peak times often coincide with high call volumes, presenting both challenges and opportunities for service centers.
Maximizing the potential of your Service BDC is necessary for success. Effective BDC management can help you drive sales, increase revenue, and enhance customer satisfaction.
Here is a closer look at how to navigate and optimize operations during the busiest periods.
Identifying Peak Times
Data Analysis: Use historical call data to identify peak call times. Analyze patterns considering daily, weekly, and seasonal variations. Factor in “shrinkage” to allow for lunchtimes, breaks, meetings, and PTO.
Strategies for managing peak times.
Flexible Staffing: Use Erlang C to help determine the optimal number of staff required during peak times. Factor in “shrinkage” to allow for lunchtimes, breaks, meetings, and PTO.
Erlang C is a traffic model designed to calculate the number of staff required to handle a specific call volume and delivered a desired service level during a given period.
While Erlang C is commonly used to determine the necessary number of agents for a Service BDC, it also provides insights into average handling time, drop rate, and the probability of customers waiting for their call to be answered.
Having an elastic staffing strategy ensures that you can scale your team up or down based on anticipated call volume.
A great place to use a free ErlangC calculator is at CallCentreHelper, located in the UK.
The Erlang C formula was invented by A.K. Erlang, a Danish mathematician, statistician, and engineer who worked for Ericsson. He worked out the formula initially to determine how many switchboard operators were needed at what times to deliver an acceptable service level.
Prioritize High-Value Calls: Prioritize high-value calls during peak times, such as sales opportunities or urgent service requests.
Effective Call Routing: Implement intelligent call routing that directs calls to the best agents based on their skills and expertise. This ensures customers connect with the right personnel swiftly, reducing handling times. 
Technology and automation
IVR Systems: IVR systems reduce wait times with automated responses to common inquiries. If you want the phone to always be answered by a person,  an IVR can still be useful by playing a greeting, or short message while the call is being connected to an available BDR. Just a 15 second message can make a big difference in overall hold time by giving the BDRs a little more time to wrap up a call, especailly when the BDRs can see calls holding in the queue. CANAGENTS SEE NAMES IN QUEUE
Queue Management: Use efficient queue management to inform customers of their position and estimate wait times, reducing frustration.
Continuous improvement
Post-Peak Analysis: Analyze peak times, identify improvement areas, and enhance efficiency during future peaks.
Training and Skill Development: Continuous training and development of service agents’ skills is crucial. Equip them with the tools and knowledge to handle various situations efficiently, especially during high-stress peak times.
In a nutshell, managing peak times for inbound calls requires data analysis, strategic planning, and technology. Service BDCs should prioritize high-value calls, be elastic, and use technology to accelerate service and data availability. Customers will be more satisfied with this approach, and the dealership will be more successful.
Maximizing the potential of your Service BDC is necessary for success. Effective BDC management can help you drive sales, increase revenue, and enhance customer satisfaction.

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